Head of Global Customer Operations & Transformation

We Are Stellify; Manchester; Sur place; GBP 68 000 - 83 000; Plein temps

Avantages offerts par ce poste

Annual bonus

Private medical

Life assurance

Overseas travel covered

Training & development

On-site parking

Global leadership access

Résumé du poste

We Are Stellify in Manchester is seeking a Head of Site to run the Manchester contact centre within a global CX operation. You will lead managers and language teams, own performance against client SLAs, and steer a multichannel Zendesk workflow to improve how contacts are handled across markets.

The role drives a major transformation programme, aligns with regional sites and outsourced partners, and ensures regulatory and client governance.

Qualifications

• Leadership and people management experience in a large contact centre.
• Proven ability to meet SLAs in a B2B2C or outsourced setting.
• Experience leading multilingual or multi-market teams.
• Familiarity with Zendesk or major CX platforms.

Responsabilités

• Lead the Manchester contact centre and language teams.
• Own performance against client SLAs and be the escalation point for underperformance.
• Run multichannel operations using Zendesk reporting, routing and workflows.
• Lead transformation programmes covering channels, tooling, processes and ways of working.
• Align Manchester with the global model and partner sites for consistent service.
• Ensure compliance with client contracts and regulatory requirements; enable audits.
• Onboard new clients from forecasting to go-live; drive coaching and succession planning.
• Travel overseas to work with global colleagues and partner sites.

Outils

Zendesk

Description du poste

We Are Stellify in Manchester is seeking a Head of Site to run the Manchester contact centre within a global CX operation. You will lead managers and language teams, own performance against client SLAs, and steer a multichannel Zendesk workflow to improve how contacts are handled across markets.

The role drives a major transformation programme, aligns with regional sites and outsourced partners, and ensures regulatory and client governance.